As the COVID-19 pandemic has reshaped Los Angeles, the Los Angeles Public Library has to adapt to a different world. The library is participating in the City of Los Angeles’ Disaster Service Worker program, where staff can volunteer to assist in local initiatives to help vulnerable populations during this devastating crisis.
I volunteered to take on a shift as part of the Department of Aging’s Senior Meals Hotline. I worked in the phone bank, where I signed seniors up to receive a weekly supply of meals. I received great training and excellent support from my colleagues, but it was still a hard job. In particular, it was very challenging from an emotional perspective.
After fielding a few calls, I began to feel how this disaster has wounded our city. The vast majority of callers were kind and friendly, but I could sense so much fear, loneliness, and frustration. Their pain felt so raw, and I felt helpless that I couldn’t do more.
As the calls went on, I found myself drawing on my own experiences working at the Will & Ariel Durant Branch Library. My colleagues have taught me to understand where people are coming from and to give them the benefit of the doubt. I have learned to practice empathy with every patron. Regardless of a person’s standing or attitude, we always believe that a question deserves an answer.
I truly believe that cultivating empathy creates superior customer service. Empathy builds bridges between the library and the community. While I wasn’t guiding someone to the mystery section or answering a question about the book sale, I could still use what I’ve learned to make the callers feel heard. We can’t fix anyone’s entire life at the library or on the phone line, but we can be present and available at that moment.
While I was only one small part of the phone bank and the larger DSW program, I know that my colleagues from across the library system are making a difference every single day. Work at the library has many challenges, but I think those struggles make us more understanding and compassionate. I am so proud to work at a library that will always move forward, and always meet people where they are.